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i-AI Copilot

An Intelligent AI Partner for
Real-time Support and Inquiry

AI Copilot is an AI-based support feature that analyzes real-time voice and
text data during customer interactions. It provides interaction summaries,
knowledge recommendations, inquiry classification,
and issue analysis—reducing agent workload and enhancing the quality of customer service.

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i-AI Copilot Key Features

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AI Interaction Summary

Automatically organizes interaction dialogues for rapid information review.

  • · Automated summaries of interaction content
  • · Summaries by speaker (Agent · Customer)
  • · Mapping issues and resolution flows (Coming soon)
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AI Knowledge Recommendations

Delivers optimal answers and knowledge matching customer inquiries in real-time.

  • · Contextual AI knowledge recommendations based on customer questions
  • · Automatic search for similar cases
  • · Providing response guides based on previous cases
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Automated Inquiry Classification

Systematically categorizes interaction types and topics through AI data analysis

  • · Automatic classification of inquiry types
  • · Automatic classification of topics
  • · Automatic extraction of core keywords
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Interaction Data Analytics

Analyzes interaction data to identify major issues and risk factors in advance

  • · Sentiment analysis (Detection of complaints and issues)
  • · Topic trend analysis
  • · Key keyword analytics

AI Copilot Core Values

· Improvement of Support Efficiency

AI analyzes dialogue content in real-time
to assist agents in responding quickly.

· Maximization of Knowledge Utilization

Recommends optimal answers based on previous cases and knowledge data

· Data-Driven Operations

AEnhances quality management and operational efficiency
by automatically analyzing interaction data.

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i-AI Copilot Interface Example

The AI Copilot consultation process
consists of the following steps.

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Customer Phone Inquiry Received

Incoming Customer Phone Inquiry
Inquiries arrive through various channels.

  • · "When is the upcoming qualification exam schedule?"
  • · "Where is the exam location?"
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STT

Converts voice into text.

  • · Call content is displayed as real-time text on the support screen.
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AI Copilot Analysis

AI Copilot proceeds with
the analysis of the customer inquiry.

  • · Automated summary of interaction content
  • · Automated classification of inquiry types
  • · Analysis of major keywords
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Agent Assistance

AI Copilot analyzes the interaction
content to provide support.

  • · Answer guide recommendations
  • · Automatic saving of the interaction summary after the session ends

AI Copilot Support Features

AI Copilot performs real-time analysis of voice data during phone calls using
STT to automatically provide interaction summaries, answer recommendations, inquiry classification,
and keyword analysis. Agents can respond to customer inquiries faster and more accurately through Copilot’s assistance.